Resort Experience Manager

JOB SUMMARY:

The Resort Experience Manager is integral to orchestrating and optimizing guest experiences throughout the resort. This multifaceted role encompasses overseeing recreation, family activities, wellness, upselling, and unique dining experiences. Leading an Experiences team, the manager ensures each guest encounter reflects the resort's mission, vision, and brand standards. By promoting innovation and continuous improvement, the Resort Experience Manager enhances guest satisfaction, loyalty, and revenue generation.

CANDIDATE PROFILE:

Education and Experience:

•             Bachelor's degree in Hospitality Management, Business Administration, or related field.

•             Minimum of 5 years of progressive experience in guest services, recreation, F&B, or related areas within the hospitality industry.

Essential Experience:

•             Proven track record of delivering exceptional guest experiences in a resort or upscale hospitality setting.

•             Strong leadership skills with the ability to inspire and motivate teams.

•             Excellent communication, interpersonal, and presentation abilities.

•             Strategic mindset with a focus on innovation and continuous improvement.

Desirable Experience:

•             Previous managerial experience within a resort or hospitality environment.

•             Familiarity with wellness programs, recreational activities, and culinary offerings.

•             Demonstrated success in driving revenue through upselling and promotional activities.

CORE WORK ACTIVITIES:

Guest Experience Enhancement:

•             Develop and implement comprehensive strategies to elevate the overall guest experience, encompassing all touchpoints throughout the guest journey.

•             Collaborate closely with department heads to conceptualize and execute innovative guest engagement initiatives and personalized experiences.

•             Conduct regular reviews of guest feedback and satisfaction scores to identify areas for enhancement and implement proactive measures.

Recreation and Family Activities:

•             Oversee the planning, coordination, and execution of a diverse range of recreational and family-oriented activities, ensuring alignment with guest preferences and demographic profiles.

•             Work collaboratively with the Experiences team to design engaging and memorable programs that cater to guests of all ages and interests.

•             Monitor activity participation rates, guest feedback, and industry trends to continuously refine and enhance offerings.

Wellness and Spa Services:

•             Partner with the spa and wellness team to develop holistic wellness programs and services that promote relaxation, rejuvenation, and overall well-being.

•             Regularly assess guest feedback and market trends to evolve and expand wellness offerings, ensuring alignment with the resort's brand identity and positioning.

•             Drive awareness and engagement with wellness initiatives through targeted marketing campaigns and promotional activities.

Upselling and Revenue Optimization:

•             Collaborate closely with the sales and marketing team to identify upselling opportunities and develop strategic initiatives to maximize revenue generation.

•             Provide guidance and training to frontline staff on effective upselling techniques and strategies, emphasizing the value proposition and benefits to guests.

•             Analyze revenue performance metrics and guest spending patterns to identify opportunities for upselling and cross-selling across various resort amenities and services.

Food and Beverage Experience:

•             Partner with the F&B team to curate exceptional dining experiences that showcase culinary excellence and local flavors.

•             Conceptualize and execute themed dining events, special promotions, and culinary experiences that resonate with guests and enhance their overall resort experience.

•             Monitor F&B service quality, guest feedback, and dining trends to drive continuous improvement and maintain a competitive edge in the market.

        Ensuring Exceptional Customer Service 

•             Provides services that are above and beyond for customer satisfaction and retention.

•             Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

•             Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee wellbeing is preserved.

•             Serves as a leader in displaying outstanding hospitality skills.

•             Sets a positive example for guest relations.

•             Empowers employees to provide excellent customer service.

•             Observes service behaviors of employees and provides feedback to individuals.

•             Maintains high visibility in public areas during peak times.

•             Provides immediate assistance to guests as requested.

•             Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.

•             Records guest issues in the guest response tracking system.

•             Reviews comment cards and guest satisfaction results with employees.

•             Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

      Managing and Conducting Human Resource Activities

•             Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

•             Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.

•             Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.

•             Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.

     Additional Responsibilities 

•             Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.

•             Analyzes information and evaluating results to choose the best solution and solve problems.

•             Informs and/or updating the executives, the peers and the subordinates on relevant information in a timely manner.

•             Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.

•             Communicates any variations to the established norms to the appropriate department in a timely manner.

•             Participates as needed in the investigation of employee and guest accidents.

MANAGEMENT COMPETENCIES

Leadership

•             Adaptability - Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace. 

•             Communication - Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behavior; and models active listening to ensure understanding..

•             Problem Solving and Decision Making - Models and coaches others on breaking complex issues into manageable parts, identifying and evaluating alternatives and their implications before making decisions, and involving and gaining agreement from others when making key decisions. 

•             Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.

Managing Execution

•             Building and Contributing to Teams - Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members.

•             Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.

•             Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements for self and/or others to accomplish goals and ensure work is completed.

Building Relationships

•             Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships. 

•             Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards. 

•             Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.

Generating Talent and Organizational Capability

•             Organizational Capability - Evaluates and adapts the structure of team assignments and work processes to best fit the needs and/or support the goals of an organizational unit.

•             Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

Learning and Applying Professional Expertise

•             Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.

•             Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach team, business, and administrative challenges.

•             Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges

o             Recreation - Proficiency in organizing and managing recreational activities for guests of all ages, Knowledge of safety protocols and regulations related to recreational facilities and equipment. Ability to create engaging and innovative recreational programs to enhance guest experience.

o             Family Activation - Understanding of family-friendly activities and programs suitable for diverse age groups, skill in coordinating and implementing family-oriented events and entertainment, and capability to ensure the safety and enjoyment of families participating in resort activities.

o             Wellness - Knowledge of wellness trends and practices, including fitness, spa, and holistic wellness activities, competence in promoting wellness offerings and services to guests, and ability to collaborate with wellness professionals to develop comprehensive wellness programs.

o             Upsell - Proficiency in identifying upselling opportunities within recreation, wellness, and F&B offerings, skill in effectively communicating upselling options to guests, and capability to enhance guest experience through strategic upselling techniques.

o             Food and Beverage (F&B) - Understanding of F&B operations, including unique dining experiences, knowledge of food safety and hygiene standards, and ability to oversee F&B outlets to ensure exceptional dining experiences for guests.

o             Public Speaking - The ability to speak clearly and accurately convey information when speaking to large groups of people of all ages. This includes targeting the amount, style, and content of the information to the target audience.

o             Generating Enthusiasm - The ability to convey energy and enthusiasm for recreation activities and to share that enthusiasm and excitement with other employees and guests.

o             Payment Process - Knowledge of policies and procedures involved in processing different types of sales transactions and payment methods, including credit cards, personal checks, traveler checks, coupons, gift certificates/cards, or store credit strategies.

o             Problem Resolution- Ability to record, track and resolve guest problems via property software, handle emergencies, and effectively deal with customer issues and complaints.

•             Basic Competencies - Fundamental competencies required for accomplishing basic work activities. 

o             Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).

o             Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.

o             Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.

o             Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents.

o             Writing - Communicates effectively in writing as appropriate for the needs of the audience.

Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of “Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that’s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.